Reception Supervisor

**Job Number** 23039289

**Job Category** Rooms & Guest Services Operations

**Location** Delta Hotels Preston, Garstang Road Broughton, Preston, England, United Kingdom VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**JOB SUMMARY**

**To oversee the Front Desk during scheduled shifts. To promote a high degree of job efficiency from all Front Desk associates in order to ensure the highest levels of guest service and maximizing revenue.**

**SCOPE / BUSINESS CONTEXT**
- A Full Time position based at the Preston Marriott Hotel.
- Number of Direct Reports - 0
- Titles of Direct Reports - 0

**DIMENSIONS**

**Non Financial**

**Financial**

**AOS departmental targets
**Departmental budget achievement Payroll % against budget**

**GSS departmental targets**

**Work with Front Office Manager and give support to the achievement of all Department budget areas**

**Labour turnover**

**CANDIDATE PROFILE**

**Experience**:

- **Previous experience in a similar operation (preferred)**:

- **Previous experience of a front desk system (preferred)**

**Skills and Knowledge**
- **Strong Communication skills (verbal, listening, writing)**:

- **High Standard of personal hygiene and appearance**:

- **Pro-active and reliable**:

- **Able to work alone and within a team**:

- **Flexible - shift pattern**:

- **Must be Customer Focused**

**Education or Certification**
- **NVQ/BTEC in front desk operations (desirable)**

**COMPETENCIES**

**_Teamwork_**

**_Safety/Loss Prevention_**

**_Quality of Work_**

**_Total Quality Management_**

**_Quantity of Work_**

**_Initiative_**

**_Dependability/Reliability_**

**_Communication_**

**_Hospitality_**

**SPECIFIC DUTIES**

The following are specific responsibilities and contributions critical to the successful performance of the position:

- Ensure the switchboard is answered within 3 rings and all messages or faxes are passed to the guest within five minutes of receiving.
- Operate switchboard and deal with messages and enquiries as required.
- Take individual reservations using the Marsha Reservations System and be able to deal with advance reservations, taking bookings and special requirements, where necessary.
- Receive guests on arrival following the ten yard rule; ensure all guest information is entered into the Front Office System.
- Prepare cash for banking on a daily basis, complete shift paying and balancing of shift, assisting colleagues as necessary.
- Ensure that a proper handover takes place and that all relevant information is passed over from shift to shift.
- Ensuring that a high level of customer care is maintained at all times, especially when under pressure. Record and deal with guest complaints, comments and inform the manager on duty.
- Maintain the guests privacy code of conduct at all times.
- Maximise profits through in house selling.
- Scout and enroll guests into the Marriott Rewards programme and ensure achievement of monthly targets. (After we have become a Marriott)
- Provide accurate and detailed handover for the next shift.
- Attend monthly meeting with the Head Receptionist.
- **_Supervision of all reception staff in the absence of the Head Receptionist or the Front Office Manager. Ensuring you comply with company standards._**
- To liaise with the Housekeeper and Guest Relations with reference to the allocation of rooms on a daily basis.
- To ensure that all floats are maintained to the appropriate levels.
- **_To review the front desk shift check sheets to ensure they are always in relation to the operating of the front desk and change when necessary._**
- Liaise with the Head Receptionist regarding the content of the S.O.P manual so that it is in line with procedures used within Front Office, and constantly be aware of any amendments that need to be made to the manual.
- To liaise with Head Receptionist and produce a reception rota on a 4 weekly basis in line with business.
- Ensure that the correct procedures are being adhered to with regards to change orders and that change levels are kept in accordance with the business.
- Ensure that all staff are aware daily of the V.I.P’s and Specials.
- To comply with both the Shift Leaders and Receptionists check sheets to ensure that all tasks are carried out on a daily basis.
- To be aware of the hotels ‘book out’ procedure and to deal with book outs when necessary.
- Observe and follow procedures for Health and Safety, Fire, Accidents, Crime and Evacuation.
- Undertake any other duties as assigned by the Front Office Manager.
- To comply with all Green Globe initiatives as outlined by your line manager.
- Ensure floats are counted and balanced at start and end of shift and they are secure at all times. Blind Banking

procedures are followed along with all local and Marriott policies and procedures.

**OTHER**
- Performs other related tasks as assigned by management.
- Complies with Marriott International Hotels Limited Region